The infusion of AI into Hornbill Service Manager is an opportunity for us to deliver game-changing value to customers by automating a broad range of currently manual tasks. Our Hornbill AI Lab is a dedicated team of AI experts, using specialist infrastructure to create next-generation service management solutions.
At Hornbill, we’re all about making life at work better for the people who manage and deliver services and support to employees. AI-driven tech is a new way we are doing that.
The goal of our AI Lab team is to infuse AI into every area of the Hornbill product to save you time and make life easier. AI is now a core part of the Hornbill Service Manager cloud solution, and we’re committed to developing broad and deep AI technology across 4 key areas:
The number of potential scenarios where AI can either assist people or completely automate tasks is huge. To focus effort on where AI can help our customers the most, we evaluate and prioritize AI opportunities from two perspectives:
For us, the AI Lab is where customer challenges meet practical AI-driven solutions. We take a pragmatic approach: experiment, test solutions against the problem, and then validate innovations through our AI Beta group.
Like any other tech, AI must be easy to use, or people won’t use it. If you build something that’s too complex to use, it delivers no value. This is why everything our AI Lab does is designed from both a functional and a usability/adoptability perspective.
Wherever complexity of implementation may become a potential barrier to adoption, we complement the functional technology by working to make it easy for our customers to adopt. For example, for our ML-driven features (those that use the customer’s service management data as a training feed) we’ve developed specialized data analysis tools to automatically evaluate readiness and pinpoint where data must be prepared before use.
Formed last year, our AI Lab team is distinct from our main development team. It is 100% focused on building new AI-powered functionality - with no technical debt, refactoring, bug fixes, or patches to distract from innovation. The AI Lab team's mission is to inject AI power into every aspect of Hornbill to transform service experiences and service operations. Working closely with the platform, application, and integration teams, the AI Lab team develops new AI-powered functionality that is rigorously tested, integration-tested with Service Manager, and then folded into the main Hornbill Service Manager code stream for release to customers.
Our expert AI team have created a purpose-built AI infrastructure with specialized processing, container management, and storage capabilities to enable rapid prototyping of new ML models.
This is complemented by a sophisticated set of tools to manage every aspect of the AI Labs infrastructure efficiently: machine learning, the supporting technology stack, security, and the flow of features through the development, training, test, and deployment pipeline.